TopoDOT LLC offers software products primarily directed toward the rapidly growing market for digital twin production from geospatial point cloud data applied to civil infrastructure. TopoDOT's software products and processes offer comprehensive solutions for data governance and the extraction of high-quality topographies, 3D models, analyses and other forms of digital twins from geospatial point cloud data. TopoDOT LLC is now the market leader in this processing technology with an established worldwide community of several thousand users.
TopoDOT LLC is seeking a Training &
Support Operations Sr. Manager to lead an international team of technical support specialists
responsible for assuring the TopoDOT user community achieves the highest possible levels of
performance. The Training & Support Operations (TSO) Sr. Manager will oversee the daily support and virtual training endeavors, as well as manage the development and maintenance of training
curriculums for our annual user conference (TUC), the online TopoDOT University web
page and support of on-site training programs. Daily responsibilities will
include managing escalations, ensuring prompt resolution of complex technical challenges, and fostering a
culture of excellence in customer service and training. You will collaborate
closely with TopoDOT sales, consulting,
and software development teams to enhance product quality, performance and customer
satisfaction.
Responsibilities: 1. Team
Leadership: Supervise and mentor an international team of technical support
specialists, providing guidance, training, and performance evaluations.
2. Assure
the TSO team responds promptly and effectively to all training and support
inquiries.
3.
Oversee the development, implementation and maintenance of the curriculum for the TopoDOT
University online education program.
4.
Oversee the development of the TopoDOT User Conference (TUC) curriculum.
5.
Oversee TSO support of TopoDOT Business Development with sales demonstration
and evaluation training support.
6.
Problem Resolution: Collaborate with the technical team to diagnose and resolve
complex application issues, ensuring timely resolution and minimal disruption to customers.
7.
Process Improvement: Continuously refine and optimize support processes to enhance efficiency and effectiveness,
including Zendesk ticket management,
troubleshooting procedures, and the TopoDOT University knowledge base.
8.
Customer Communication: Communicate proactively with customers regarding issue
resolution progress, updates, and follow-up actions, always maintaining clear and
professional communication.
9.
Product Feedback: Gather customer feedback and insights on software usability,
functionality, and performance, and relay them to the development team for
product improvement.
10.
Training and Development: Establish in-house training programs for the TSO team to enhance
technical skills, product knowledge, and customer service excellence.
11.
Metrics and Reporting: Track key performance metrics related to customer
satisfaction, response times, resolution rates, and support ticket trends, and
provide regular reports to management.
Qualifications: ·
Associate's degree in Computer Science, Surveying, Civil
Engineering, or a related field (or equivalent work experience).
· Proven experience working with
CAD technology and civil infrastructure survey and design functions in a technical role, with at
least 2-3 years in a leadership or managerial position.
· Process management experience
in the production of CAD deliverables extracted from point cloud data (TopoDOT
experience a major plus)
· Experience in CAD modeling of
transportation corridor, civil infrastructure and general land survey applications
supporting engineering, construction and related
operations.
· General experience with and knowledge of Department of Transportation CAD
standards
· Strong technical background in
MicroStation software, with expanded knowledge in 3D design workflows and plan
production.
· Experience with training video
production platforms (Camtasia or similar)
· Excellent communication and
interpersonal skills, with the ability to interact effectively with customers
and internal stakeholders.
· Proficiency in project
management platforms, such as Jira.
· Proficiency in helpdesk software (like Zendesk) and support
ticketing tools.
· Demonstrated ability to
prioritize and manage multiple tasks in a fast-paced environment.
· Analytical mindset with a
focus on continuous improvement and quality assurance.
· Leadership qualities such as
mentoring, coaching, and team-building skills.
Benefits: · Competitive salary and
performance-based bonuses ($100K+ base depending on experience)
· Health, dental, vision insurance
· Paid time off and flexible
work arrangements
· Retirement Plan
· Opportunities for professional
development and advancement
· Dynamic and collaborative work
environment with a diverse team
Location and Travel: · The position is in-office. The
office is located in Winter Garden, FL
· Business travel should be
expected a few times per quarter.
Note:
This job description is intended to convey information essential to
understanding the scope of the position and is not an exhaustive list of
skills, efforts, duties, responsibilities, or working conditions associated
with it. Management may revise the job description at any time
Job Type:
Full-time
Pay: From
$100,000.00 per year plus performance bonus
Benefits:
· Dental insurance
· Health insurance
· Paid time off
· Vision insurance
Schedule:
·
8 hour shift
· Monday to Friday
Work
Location: On-site TopoDOT LLC, 700 W Plant St. Winter Garden, FL 34787